Customer Care Manager

The Customer Care Manager is responsible for delivering outstanding customer service by handling patient and healthcare provider inquiries, assisting with appointment scheduling, and resolving any issues related to patient care. This role requires excellent communication skills, attention to detail, and the ability to manage multiple tasks while ensuring a positive experience for patients, healthcare providers, and internal teams.

• Serve as the first point of contact for patients, staff, and healthcare providers, offering prompt and professional support

• Help patients schedule, reschedule, and confirm appointments, ensuring accurate information is recorded

• Answer questions about appointments, services, insurance, and policies

• Resolve issues or complaints related to scheduling and provider availability

• Communicate clearly with patients and internal teams about any changes or updates
  
  

• Schedule and manage patient appointments to optimize provider calendars

• Reschedule appointments with minimal disruption to patient care

• Track cancellations and no-shows, rescheduling as needed

• Ensure all appointments are accurately documented in the system

• Support providers in balancing appointments with other tasks

• Help patients understand their insurance coverage and gather required information

• Coordinate with the insurance team to verify coverage and obtain necessary authorizations

• Update patients on authorization status and next steps

• Accurately enter and update patient information in the system

• Maintain up-to-date patient records, including appointment history and insurance status

• Organize and manage documentation such as medical records and consent forms

• Work closely with schedulers, admin staff, and providers to ensure a smooth workflow

• Support team members in resolving scheduling issues

• Collaborate across departments to ensure accurate processes for scheduling and insurance

• Follow HIPAA and privacy regulations in handling patient and employee information

• Keep all records and communications confidential and professional

• Collect feedback and suggest ways to improve scheduling, communication, and service

• Inform patients proactively about delays or changes to maintain transparency and trust

• HIPAA certification preferred or willingness to obtain

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!